Support

  • Frequently Asked Questions

    How To

    How do I print a sales scope for a previous day or after I have run End Of Day?
    Type in your manager ID in the yellow box and click the “Manager Function” button. Then click the “Archive Sales Report” button. Select the start and end date and time for when you want to print your sales scope and click “Print.”
    How do I print a check/tab/sale from a previous day?
    Go to Aspex Store/Logistics and select the “Archive Checks” report. Select the date you want to print the check for and run the report. Once you have your list, find the check you need to reprint and select it in the left column and print.
    How do I adjust time track for an employee?
    Note: The following process is to adjust time track entries before you have run End Of Day. Type in your manager ID in the yellow box and click the “Manager Function” button. Then click the “Adjust Time Track” button. Select the employee you need to change time track for from the “Clocked in” or “Clocked out” tab. Change the clock in or clock out time and click the “Update” button.
    How do I add a new employee?
    1.  Select “Employees” from the manager functions module to bring up the employee list in the left panel. 2.  Using the numeric keypad, enter a new unique employee number. 3.  Push the “Add Employee” button to bring up the “Edit Employee” screen. 4.  Enter the new employee’s personal data in the proper fields. You must enter information into the following fields: pin number, security level, first name, and user name (seen by all other users while the employee is logged on). 5.  Assign the proper jobs to the new employee. Using the drop down list, select the desired employee job. If the desired job is not listed, select new and then enter a new job name and pay rate. Note: you may assign as many as twelve different jobs and pay rates to an employee, and allow the employee to choose which job to clock in within the Time Track Module. 6.  For each job, assign employee options by selecting the desired buttons check boxes. Refer to the table below for explanation of settings. 7.  Press the “Update Employee” button. The record has now been saved.
    Option Name Function
    Auto Seat # Automatically increments seat number for each new entrée.
    Auto Ticket # Creates new check number automatically.
    Hide Cash Cash total will not print on server sales report.
    Open Cash Drawer Allows employee to use Open Drawer buttons.
    Process Own Orders Allows employee to enter and edit orders.
    Process Other Orders Allows employee to edit orders for any employee.
    Process Pre Orders Allows employee to process Pre Orders.
    Stay Logged On Employee is not logged out when check is sent or closed.
    How do I add a discount button?
    1.  Access the “Menus” screen from Manager Functions. 2.  Determine where the button needs to be added and navigate to the desired menu page. Push the “Command” button, and then push the desired blank button location. The button Programming Screen will appear. 3.  Select “DiscountItem” as the Item Type. Upon doing so, Item Group 1 automatically selects “Discount” from the first drop-down list. 4.  Enter the unique name of the button in the Menu Item ID field. 5.  Enter the Item Name if it is different than the Menu Item ID. 6.  Optionally assign the button a security level, which will ensure that only those employees of a certain level will be able to discount an item. 7.  In the preset field, assign the amount of the discount. There are three different ways to do this, via percent amounts, dollar amounts, or open amounts. For percent discounts, enter the percent value into the “Preset” field, and then push the “% Preset” button. For dollar amount discounts, simply enter the dollar amount. If the discount is an open discount (i.e. a manager’s priority discount), then simply select the “Preset Override” checkbox. 8.  Push “Update Button”.
    How do I program a Sale or modifier Button?
    Note: the below information details the minimum necessary information to program a Sale or Modifier button. 1.  Access the “Menus” screen from Manager Functions. 2.  Determine where the button needs to be added and navigate to the desired menu page. Push the “Command” button, and then push the desired blank button location. The button Programming Screen will appear. 3.  Select “Sale” or “Modifier” as the Item Type. 4.  Enter the unique name of the button in the Menu Item ID field. 5.  Enter the Item Name if it is different than the Menu Item ID. Otherwise, this field will auto-populate with the name in the Menu Item ID field. 6.  Select an Item Group (or groups) from the drop-down lists. If the desired item group does not appear on the list, then select “New” and manually enter the name of the new group using the onscreen keyboard. 7.  Assign an order printer by selecting a printer group from drop list. 8.  Modifiers do not need to be assigned to a printer group, since the modifier automatically prints to the same printer group as the item it modifies. 9.  Assign a price in the Preset field. 10.  Optionally, you may also choose to set the following features: security level, the linked menu, percent price, quantity, sort order, special tax rate, count, covers, par, cost, accounting ID, time sensitive pricing, font color, and button color. These optional buttons do not have to be utilized in order to program a basic sale item or modifier, but instead provide advanced features. 11.  Push “Update Button”.

    Error Message

    Why can’t I clock in? The error message I’m getting is: 'Employee {ID}not found.'
    Shutdown Aspex POS by entering the word “shutdown” in the yellow box using the onscreen keyboard. Then click the “Manager Function” button. Click “Okay” on the dialog box confirming that you want to proceed with shutdown. Wait 20 seconds and reopen Aspex POS.
    What does '{Card Type} not accepted' mean?
    It means that you do not have a connection to SuperCharge. Most commonly that is caused when SuperCharge is not open on your host terminal/office computer. Ensure that SuperCharge is running.
    What does error message 'Port{10111} already in use' mean?
    It means that SuperCharge is open more than once. Close all SuperCharge windows by clicking the red “x” button in the top right corner of the program. Reopen SuperCharge once.
    What does 'Response code 57' or 'Response code 98' mean?
    It usually means that the credit card number entered or expiration date is incorrect. Confirm that these details are entered correctly and re-run the credit card.
    What do I if I get the error message 'call voice center' on customer receipt/Aspex screen?
    This is your merchant processor indicating that there is an issue with the credit card or the transaction. You can request the customer pay with a different card or call your merchant processor to get clarification. Higher processing rates may apply.

    Hardware

    My monitor is on but it won’t display anything. What do I do?
    This is usually caused when your terminal CPU (computer) is not turned on. Press the power button on the terminal CPU.
    Why is my receipt printer only printing on one half of the page?
    Open the printer by pressing the “Push” button, exactly like when you are trying to change a roll of paper. Reach in on the front end of the printer and press down on the steel (gray) moveable part right above where the plastic paper tray starts. Repeat two-three times.
    My Receipt printer is not working. What do I do?
    1.  If the power light is not on a.  Check to see if the printer is turned on b.  Check all power cable connections (wall, power supply, printer) c.  Plug in to a different power outlet d.  If you have a spare power supply, switch out the original with a spare power supply. 2.  If power light in on: a.  Check to make sure that the cardboard/plastic core from an old roll of paper is not still in the printer under the new roll of paper. b.  Is the paper inserted correctly? Check to make sure that the paper is not inserted upside down. Paper will feed but not print. c.  Make sure you are using correct paper (impact printer paper does not work in receipt printers). d.  Remove paper and make sure paper is seated correctly. e.  Check inside for broken parts, compare to other printer, anything out or ordinary. f.  Unplug the USB cable that connects to the terminal computer and re-plug into the same port.
    My Kitchen printer is not working. What do I do?
    1.  Power light is not on: a.  Is the printer turned on b.  Check all power cable connections (wall, power supply, printer) c.  Plug in to different power outlet d.  Swap power supply if possible 2.  Power light is on: a.  Check for core from old roll of paper in printer b.  Make sure they are using correct paper (thermal paper does not work in impact printers) c.  Remove paper and ribbon and reinsert, make sure ribbon is seated correctly and paper seated correctly d.  Check inside for broken parts, compare to other printer, anything out or ordinary e.  Depending on your model, ensure that the print server / Ethernet cable is plugged into the back of the printer. There should be more than two lights flashing on the back of the kitchen/remote printer.
    My Cash Drawer doesn’t open, what do I do?
    Your cash drawer is connected to your receipt printer and will not work if your printer is not operational. Confirm that the printer is turned on and prints receipts. If not, follow the steps below to troubleshoot your receipt printer: 1.  If the power light is not on a.  Check to see if the printer is turned on b.  Check all power cable connections (wall, power supply, printer) c.  Plug in to a different power outlet d.  If you have a spare power supply, switch out the original with a spare power supply. 2.  If power light in on: a.  Check to make sure that the cardboard/plastic core from an old roll of paper is not still in the printer under the new roll of paper. b.  Is the paper inserted correctly? Check to make sure that the paper is not inserted upside down. Paper will feed but not print. c.  Make sure you are using correct paper (impact printer paper does not work in receipt printers). d.  Remove paper and make sure paper is seated correctly. e.  Check inside for broken parts, compare to other printer, anything out or ordinary. f.  Unplug the USB cable that connects to the terminal computer and re-plug into the same port.

    SuperCharge

    What do I do if my batch has stopped settling for longer than 10 seconds?
    Restart SuperCharge by closing the program and reopening the program. Login and settle the batch again from the beginning. This issue is caused by minor disconnects in internet connection. As soon as the system loses a secure connection, it stops the process. This feature was added to make the software more secure and PCI compliant.
    Why is the credit card I just ran showing up as pending / no response?
    Either you have lost connection to the internet or the POS system has lost connection to SuperCharge. To resolve the issue ensure that the computer running SuperCharge can connect to the internet by opening a webpage: –    If not, check the “Offline” box in the top right hand corner of SuperCharge to continue service. Then, contact your internet provider. –    If the internet is working, restart SuperCharge by closing and reopening the program. –    If that doesn’t resolve the issue, check and uncheck the “Offline” box in the top right hand corner of SuperCharge.
    My SuperCharge total doesn’t match my Aspex POS sales totals. How do I fix this?
    Reprint Sales Scope receipt and confirm that the numbers still do not match. If numbers still do not match, restart SuperCharge by closing and reopening the program. If numbers still do not match, check and uncheck the “Offline” box in the top right hand corner of SuperCharge. If this doesn’t resolve the issue, contact technical support immediately.

  • Still Need Help?

    Aspex Technical Support

    Our best-in-class technical support team is available 8:00am-1:30am, 7 days a week, 365 days a year. Our technical support staff will usually reply to your support request within 1 hour and can often diagnose and repair the problem via our remote login so you can focus on your customers rather than on explaining the problem. To learn more about Aspex Support, click here. 303.938.9797

    Support Inquiry Form


    Your Name (required)

    Your Restaurant Name (required)

    Your Email (required)

    Your Call Back Number (required)

    Select Item that is having an issue

    Terminal Number/Location

    Describe Issue

    Priority